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18-00157 IT - Quality Consultant - ALM - Cisco - Avaya PBX scripting - Call Center
Ref No.: 18-00157
Location: Plymouth, Minnesota
Position Type:Contract
Start Date / End Date: 03/12/2018 to 09/30/2018
Please send resume and contact Denise at   732 632 8815

18-00157  IT - Quality Consultant - ALM - Cisco - Avaya PBX scripting - Call Center
6+ months contract 
Loc: Plymouth, MN or telecommute
 Please indicate the location on the top of the resume.

What Project/Projects will the candidate be working on while on assignment? Projects to implement Last Agent Routing call treatment. This position will part of a CCS Last Agent Routing (LAR) scrum team being formed to support the bubble need in the Health Care Company E&I business to develop LAR to multiple clients in 2018 to meet the commitments made by the new contract sales agents. There are (6) Health Care Company committed clients. LAR is a personalized call routing treatment where a high value and/or sensitive and complex situation repeat caller is routed back to the same agent to ensure a consistent and superior level of service. The routing consists of Genesys Conversation Manager development, Cisco ICM and Avaya PBX scripting and VCCD development.

IDEAL BACKGROUND: Enterprise Call Center background is preferred, healthcare would be a nice to have to ensure they know how to treat PCI, PII, HIPAA, etc..
  • Experience with the ALM Quality tool is preferred. System Analyst background would be a nice to have.
  • Interpret business requirements/User Stories and execute based on those
  • Understand telephony platforms in the supply chain
  • Develop test plans relative to requirements and execute them to completion
  • Facilitate handoff to business UAT
  • Attend daily stand-ups and work from priority based backlog while coordinating with scrum team
  • ALM Quality/Defect tracking tool
What skills/attributes are nice to have?
Familiarity with Cisco ICM and Avaya PBX, experience with call centers, previous work on an agile scrum team